# How Xero uses Coveo

**40%**: “Average search time is reduced by 40%.”

As published on [coveo.com](https://www.coveo.com/en/resources/case-studies/xero-generative-answering), April 2024. Captured by usedby on 2026-10-09.

- Company: [Xero](https://www.usedby.ai/companies/xero.md)
- Tool: [Coveo](https://www.usedby.ai/tools/coveo.md)
- Industry: [Accounting & Audit](https://www.usedby.ai/companies/industry/accounting-audit.md)
- Teams: Customer Support, Customer Experience
- Customer since (as the page says): Coveo customer since 2016

## What the story says

Xero uses Coveo to power search and self-service on its global support site, Xero Central, and in other support experiences. It later added Coveo Relevance Generative Answering to give customers conversational answers.

Summary written by usedby from the source page, in English. The figures are those of Coveo and Xero, not ours.

> With Coveo's Relevance Generative Answering, our customers are searching less and getting what they need faster. Average search time is reduced by 40%. And we’ve also seen a 20% decrease in sessions needing additional Customer Experience support.

- **20%**: “And we’ve also seen a 20% decrease in sessions needing additional Customer Experience support.”
- **96%**: “Over 96% of questions asked in our customer support platform, Xero Central, are answered with content surfaced by Coveo.”

> What started with a test turned quickly into rolling out to our global support platform, Xero Central, and the transformation is outstanding.
>
> Nigel Piper, Executive General Manager at Xero

Source: [coveo.com](https://www.coveo.com/en/resources/case-studies/xero-generative-answering), captured 2026-10-09.

## What usedby checked

We compared the story with its live page on 2026-10-09.

- Checked: the figure 40% is printed word for word on the page, near the name of Xero.
- Checked: the passage quoted above is copied word for word from the page, near the name of Xero.
- Checked: the publication date is read from the page’s own metadata, never guessed.
- Checked: Xero uses Coveo. Confirmed line. Latest check across sources: 2026-10-09.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/xero-coveo · How we check: https://www.usedby.ai/methodology